Service Level Agreement (SLA)
Effective Date: 7 May 2026 · Last Updated: 7 May 2026
This Service Level Agreement (“SLA”) describes the availability commitments for the Subnet Calc service operated by Subnet Calc Limited and maintained by Inflecto Systems Ltd.
1. Definitions
- “Service” means the Subnet Calc web application and APIs available at www.subnetcalc.com and its regional subdomains.
- “Downtime” means a period during which the Service is materially unavailable to users, excluding Scheduled Maintenance and Exclusions (section 5).
- “Monthly Uptime Percentage” means the total number of minutes in a calendar month minus Downtime minutes, divided by the total number of minutes in the calendar month, expressed as a percentage.
- “Affected Region” means a specific deployment region (North Europe, East US, or Australia East) experiencing Downtime.
2. Service Availability Target
| Metric | Target |
|---|---|
| Monthly Uptime Percentage (per region) | 99.5% |
| Monthly Uptime Percentage (global — at least one region available) | 99.9% |
The per-region target of 99.5% allows for approximately 2 hours and 11 minutes of Downtime per region per month.
3. Service Credits
If we fail to meet the Monthly Uptime Percentage target for your assigned region, you may be eligible for a Service Credit upon request.
| Monthly Uptime Percentage | Service Credit (% of monthly fee*) |
|---|---|
| 99.0% – 99.49% | 10% |
| 95.0% – 98.99% | 25% |
| Below 95.0% | 50% |
*For annual subscriptions, the monthly fee is calculated as 1/12 of the annual subscription price.
3.1 How to Request a Service Credit
Submit a request via our support page within 30 days of the end of the affected calendar month. Include:
- Your Account email address
- The dates and times of the Downtime you experienced
- A brief description of the impact
3.2 Credit Application
Service Credits are applied to your next billing period. Credits are not transferable, cannot be converted to cash, and cannot exceed 50% of your monthly fee for the affected month.
3.3 Lifetime Subscriptions
For Lifetime Subscription holders, Service Credits are applied as additional months of service beyond the lifetime term in the event the Service transitions to a successor product.
4. Scheduled Maintenance
We may perform scheduled maintenance that temporarily affects availability. We will:
- Provide at least 72 hours' advance notice via email for planned maintenance
- Schedule maintenance during low-traffic windows where possible (typically weekends, 02:00–06:00 UTC)
- Aim to complete maintenance within the announced window
Scheduled Maintenance is not counted as Downtime for SLA purposes.
5. Exclusions
The following are not counted as Downtime:
- Scheduled Maintenance with proper advance notice
- Force majeure — events beyond our reasonable control (natural disasters, war, government actions, pandemic, widespread internet outages)
- Third-party failures — outages of our cloud infrastructure provider, payment processor, email provider, or identity providers that are outside our control
- Customer-caused issues — problems resulting from your equipment, software, network connectivity, or misuse of the Service
- DNS propagation — delays in DNS changes outside our control
- Beta or preview features — any features explicitly labelled as beta or preview
6. Monitoring
We monitor Service availability using automated health checks across all deployed regions.
7. Incident Communication
During unplanned Downtime, we will:
- Post updates to our status page
- Send email notifications to affected customers for incidents lasting longer than 30 minutes
- Publish a post-incident summary for significant outages
8. Support Response Times
| Severity | Description | Initial Response |
|---|---|---|
| Critical | Service is completely unavailable | Within 1 hour (business hours) |
| High | Major feature is unavailable or significantly degraded | Within 4 hours (business hours) |
| Medium | Feature is partially impaired but workaround exists | Within 1 business day |
| Low | Minor issue or question | Within 2 business days |
Business hours: Monday–Friday, 09:00–17:00 GMT/BST (excluding UK public holidays).
Support is provided by Inflecto Systems Ltd on behalf of Subnet Calc Limited. Submit enquiries via our support page.
9. Sole Remedy
Service Credits described in this SLA are your sole and exclusive remedy for Downtime. This SLA does not modify or supersede the limitation of liability in the Terms of Service.
10. Changes to This SLA
We may update this SLA with at least 30 days' notice. Changes will not reduce the availability target during an active billing period.
Contact
For SLA-related enquiries, submit a request via our support page.